Pretty disappointing experience when dealing with David Chevrolet (now Welland Chevrolet) for service work on my 2021 Silverado. The steering wheel on my new vehicle was slightly off centre - the steering wheel would need to be turned slightly to the left to drive straight. Not the end of the world but also not something I feel I should have to live wth on a new vehicle....
At about the 500km mark I decided to bring the vehicle in. I was greeted by the woman at the service desk and explained the situation. She asked how many km on the vehicle and then explained to be that this is normal for new vehicles and come back if its still doing it at 1200km. I was mildly disappointed with this response but decided to take her word for it and see if the issue corrected it self...
As I expected the issue was still present at 1200km so I made another service appointment (which is an inconvenience in it self.. time out of my day, have to get wife to drop me off etc). Dropped the vehicle off - clearly explained the issue again and left. 2 hours later received a voicemail that the truck is ready for pickup. Upon arrival the woman at the service desk in the drive-though bay explained to me that 2 different people took the vehicle for a road test and didnt notice an issue and that there was nothing else they could do. I again give them the benefit of the doubt however as soon as I left the parking lot it was evident the steering wheel / alignment issue was still present.
I immediately called the service manager and voiced my displeasure with the fact that I am now 0/2 on visits to them for this issue. He heard my concerns and suggested I bring the vehicle by the following day and go for a road test with him in the vehicle. Not an ideal solution in my opinion in the midst of a global pandemic and social distancing guidelines in place but I thought if thats what I takes to get my vehicle fixed then so be it. Wrong again - shortly into the road test it was evident the service manager was far more concerned with trying to convince me there was no issue than actually acknowledging the issue and working on a solution. I was told it was the "crown in the road" or the large (factory) tires on the truck were the reason- both completely laughable explanations. The service manager then said that "even though GM wont pay the dealership for an alignment check" he would be willing to verify alignment for me despite how confident he was that alignment would be fine. After the alignment check I was presented with an alignment print out (a bunch of numbers that meant nothin to me as im not a mechanic) and told alignment checked out and vehicle is operating as it should.
So off I went with my steering wheel turned left to drive straight down the road (normal according to service team at David Chevrolet). 3 service visits and a non-social distance car ride later I am no closer to getting this issue fixed then when I started.
Fast forward to my experience with this same issue at Budds' Chevrolet:
- called to book an appointment and got me in next day
- gentlemen at service desk acknowledged issue, explained they've dealt with it before, and assured me it would be corrected.
- Rental car there waiting for me
- 2 hours later got the call vehicle was fixed
- gentlemen at service desk explained problem and solution... and used the same alignment printout to show me before / after end explain how it was fixed. The same sheet David Chevrolet used to BS me out the door.
- apologized on behalf of GM as this should have been caught during pre delivery inspection (mistakes happen - I get it)
- vehicle now drives fine - steering wheel problem fixed.
the only reason for 1 star as opposed to zero is that apparently David Chevrolet is now under new ownership. I did speak with a manager recently about this who seemed intent on turning things around there. Hopefully thats the case.